Address
Form of work
Salary- $78,854 to $87,624 (HEW 5)
- Ongoing, Full-time, Joondalup and Mt Lawley Campus
- Open to candidates with relevant work rights
SENIOR DIGITAL SUPPORT OFFICER
DIGITAL AND CAMPUS SERVICES
$78,854 to $87,624 (HEW 5)
JOONDALUP CAMPUS AND MOUNT LAWLEY
ONGOING, FULL TIME
Overview
Digital and Campus Services (DCS) provides a responsive, integrated and customer-orientated service that brings together the digital and physical environments for students and staff, supporting their teaching, learning, research and administrative needs.
We are seeking applications for an ongoing, full-time position within the Digital Support Team. The Digital Support Team is instrumental in providing prompt and customer centric technical support to students and staff of ECU, via eLab counters and visiting teaching spaces and staff offices.
Nature of Employment
The working hours extend from 6:45am – 6:00pm, Monday to Friday. Staff may be asked to work different shifts according to the operational requirements of both Joondalup and Mount Lawley Campuses.
Details
As a Senior Digital Support Officer, you are accountable to:
- Deliver effective and seamless technical support to staff and students with a focus on improving the customer experience through direct customer engagement and seeing things from the customer perspective.
- Manage own workload, being able to work independently and within a broader team, to complete tasks through maintaining current knowledge of a range of technologies and processes.
- Follow appropriate processes for delivering customer service, including tracking and record keeping in the service management tool, drawing on an excellent understanding of all available documentation and knowledge tools leveraging information appropriately to complete required tasks.
- Establish and contribute to development and improvement of knowledge and instructions enabling consistent and optimal delivery of customer services.
- Delivery of continuous improvement focussing on the customer experience.
- Responsible for the protection of University data and systems through adherence to published policy, standard and process documents and immediately reporting any suspected breaches, vulnerabilities or other security issues to the Information Security Team, while also providing input into any improvement opportunities to mitigate any future risks.
Key Criteria:
- Two or more years of industry experience in IT support.
- Knowledge and experience in troubleshooting and resolving user issues in Managed Operating Environments (Microsoft Windows and Apple MacOS).
- Well-developed customer service skills in achieving quality outcomes for all parties.
- Excellent communication and inter-personal skills.
- Problem Solving and decision-making skills.
- Formal technical education and qualifications would be highly regarded.
Remuneration
This full time, ongoing position attracts remuneration of $78,854 to $87,624 per annum plus 17% University superannuation contribution.
Contact
For more information, please contact Sisira Lokuge, Digital Support Manager on 08 6304 6054.
How to Apply
Please upload your resume plus a statement (2 page maximum) outlining your suitability for the position in relation to the above key criteria.
Closing Date
Applications close on 5th February 2024 at 11:30pm AWST.
ECU is a diverse and inclusive workplace reflecting the differences in society. Specific strategies and initiatives are in place to address underrepresentation of specific groups. Applications are encouraged from suitably qualified people from all backgrounds. Aboriginal and Torres Strait Islander people are strongly encouraged to apply.
#S-DNI
#LI-DNI
